When an end-users submits a ticket via email Zendesk has a pretty good parser that extracts their name from the email header. Similar within Messaging and Flow Builder we can ask the customer for their name before we escalate to an agent.
But traditional Help Center forms do not offer a name field. Customers can enter their email and Zendesk tries to find a name to assign to the user.
Email addresses like firstname.lastname@example.org or email@example.com are easily parsed. But firstname.lastname@example.org is not as easy. Even worse is email@example.com.
We can fix this issue by leveraging custom fields and webhooks.